I have recently become the proud owner of a VW T6 Camper van. This has created the opportunity to pack up with 20 minutes notice on a decent forecast and head for the hills, beaches, or lochs and explore a bit of this wonderful land we live in.
Last week the destination was Bute. A bit of a bucket list destination for me as it was the end of term trip in my French night class, taken 25 years ago at our own Centre for Lifelong Learning. Unfortunately, life, or more specifically the flu, got in the way, and I had to miss the trip.
I arrived in Rothesay on Friday night and parked up to settle in for the night. The next day was glorious, and my wandering took me to Ettrick Bay, a fabulous stretch of sand, and the water disappears out at low tide for as far as the eye can see. All this sea air had me developing an appetite and I headed into the Ettrick Café, located right on the bay for some lunch.
On entering I could hardly get in the door for the sea of people milling about in the entry. None seemed to be doing much except waiting. The staff were all behind the counter save one who was cleaning tables. After about 5 minutes and a bit of asking, mostly of other confused pre-diners, it became clear there were several workstreams converging here.
1 – This is where the ‘Wait here to be seated’ sign was
2 – This is where you paid, not at the table
3 – This is where you ordered, waited for and paid for takeaway goods
4 – This is where you queued for ice-cream.
Eventually I was seated and ordered my go to americano no milk and an almond croissant. Over the next 30 minutes or so I was fascinated by what was happening. Just 1 front of house person, I suspect the owner, never stopped, serving, chatting, clearing and cleaning tables. Safe to say food was great but service was slow, and she had so much on she forgot things.
Back of house was well staffed, at least 1staff member waiting for a space, or the till, or a dish to be cooked, or the ice cream scoop, at any given time.
The entry point was never clear, every single person went through the same confused ritual that I had on arrival, why are these people all standing here? do you know? oh I see, is this the right queue? are you before me? oh sorry I thought you were in the ice cream queue………etc.
The Continuous Improvement mindset isn’t terribly good at sitting still so I went about trying to improve what I was seeing, in my imagination rather than practically, I find bringing these ideas to strangers on how to run their businesses are seldom well received!
Just behind the till on the side wall along from the door there was a large window, closed.
1 – Open the window make it a takeaway hatch for coffee, carry out food and ice cream – This removes the blockages and confusion at the door and gets all customers served quickly
2 – Redistribution of workload – two front of house. This ensures food delivered more consistently, quicker, tables are turned quicker so more business. No loss from back of house as always one doing nothing.
3 – Pay at the table – They had all the digital kit to do this yet chose to bring people to the till. This frees up the till and so the person working the till can now staff the new takeaway serving hatch.
Coffee finished, and analysis and croissant complete, I joined the queue to pay and continued my walk.
As I reflected further on this while paddling in the shallows I considered how the views of someone new, unfamiliar with the role and the task, when you bring them into the environment can be so valuable. I doubt anyone working there even questioned the processes they worked by.
Call to action
1 – Stand back tomorrow and look at what you or your team are doing, try to view it through fresh eyes with a Continuous Improvement Mindset
2 – If you ever venture onto Bute and a café in Ettrick Bay, buy some lunch and when you pay, if they ask for a tip – maybe give them a copy of this blog.
